The challenge
The agency managed brokerages across the U.S., including 24 offices of a national franchise (14 at the same time) and 10 service lines.
Approvals and publishing lived in different places, every office had its own way of working, and two key accounts were at risk of leaving.
What we did
Built in Trello: every post moved from ready to approved or changes requested, with nothing lost in chats.
Content deck to Google Sheets to CSV to scheduler, with documented rules for each client.
Led a direct team of 9 across 5 departments and coordinated 120+ people, including account managers, supervisors and contractors.
Mapped team and contractor costs and presented 4 restructuring options with benefits, risks and open questions.
Found the real cause (understaffing), redistributed accounts, added staff and ran a 2-month recovery plan with weekly check-ins.
Results
- ~100 accounts running on one standardized delivery system
- 680 posts approved for a national franchise in 31 months, about 22 a month
- Both at-risk clients stayed
In their words
“Yelisa was a key part of our team. She is highly organized, proactive, and very strong when it comes to communication with clients.”Isaac Hodgson · Founder, R Creative Agency
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